Knock Your Socks Off Answers by Kristin J Anderson
This humorous sequel to "Delivering Knock Your Socks Off Service" shows customer service providers how to deliver superior service under fire and field tough customer questions with ease. By dissecting actual customer service questions and challenges, the book enables service providers to deliver excellent service in any difficult customer situation. The reader discovers how to: interpret the wants, needs, attitudes and fears implicit in customer questions, and provide real benefits, not just a snappy retort; acquire finesse in negotiating win-win solutions; succeed in those questions that have no easy answers; and allow the customer to feel in control of the situation, even when the customer is wrong.KRISTIN ANDERSON (Minneapolis, MN) is principal of Performance Research Associates, co-author with Ron Zemke of Delivering Knock Your Socks Off Service, and author of Great Customer Service on the Telephone (both AMACOM).
RON ZEMKE (Minneapolis) is founder of Performance Research Associates and has authored or co-authored twelve books, including AMACOM's Knock Your Socks Off Service Series and Service America!
| SKU | Unavailable |
| ISBN 13 | 9780814478844 |
| ISBN 10 | 0814478840 |
| Title | Knock Your Socks Off Answers |
| Author | Kristin J Anderson |
| Condition | Unavailable |
| Binding Type | Paperback |
| Publisher | Amacom |
| Year published | 1995-09-18 |
| Number of pages | 176 |
| Cover note | Book picture is for illustrative purposes only, actual binding, cover or edition may vary. |
| Note | Unavailable |